Customer Service Senior Associate

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

RSM’s Center for Advanced Tax Technology (“CATT”) is a fast-paced, high-energy, collaborative environment that also happens to be one of the fastest growing tax practice groups at RSM.  The CATT team is focused on enhancing RSM US and global ability to deliver comprehensive, value-added, and efficient Tax products and services to our clients. It is a dynamic team with professionals of varying backgrounds from tax functional, tax technical, technology development, and product management. The team consults and executes on a wide range of initiatives involving process and tool development and implementation including training development, engagement management, tool design, and implementation.

JOB SUMMARY

The CATT Customer Support Senior Specialist represents the Tax Line of Business and is responsible for managing customer queries and/or issues with our Tax products or services. The goal of this role is to drive long-term scalability and sustainability of the business and to leverage the support talent, professional certifications, and world-class service as a competitive advantage. The ideal candidate needs to be able to remain calm when customers are frustrated and maintain a positive, empathetic, and professional attitude toward customers.

ESSENTIAL DUTIES

• Manages, triages, assigns, and responds promptly on tickets and requests routed to the L3 customer support queue.

• Communicates with customers through various channels, including email, phone, chat, and tickets.

• Keeps detailed record of the customer interaction, including steps taken to try and resolve the issue or fulfill the request.

• Communicates and coordinates with teammates and management, as necessary.

• Writes, publishes, and shares instructional, FAQ and Knowledge Base content for customers who want access to self-help materials, as well as technology focuses troubleshooting/escalation procedural documentation.

• Works with customers until they feel their pain points have been resolved; ensures customer satisfaction and world-class service is always top of mind.

EDUCATION / CERTIFICATION REQUIREMENTS

• Bachelor's Degree (preference given to Business or Technology major)

• ITIL 3+ (preferred)

JOB REQUIREMENTS

• 3-4 years of previous experience in a customer support role, preferably within a CPA firm.

• Working knowledge of support function, metrics, processes, systems, and tools for running a world-wide Support organization within the enterprise environment supporting large scale IT shops using ServiceNow.

• Must be capable of dealing confidently and professionally at executive level and with customers.

• Must stay calm when customers are stressed or upset; engage/ escalate to management as needed.

• Prior public accounting experience with mid to large size firm(s) or other professional services experience (preferred).

• Prior management experience working within a national tax role in tax software, processes, or both (preferred).

• Awareness of regulatory requirements (7216 Consent, GLBA, GDPR) and InfoSec policies and procedures (preferred).

SUCCESSFUL CHARACTERISTICS / SKILLS

• Problem-solving experience to assess, analyze, troubleshoot, and resolve issues.

• Analytical skills, attention to detail, and ability to identify trends and patterns, which are the basis for improving operational performance over time.

• Passion for technology and providing exceptional experiences both internally for our employees and externally for clients and prospects.

• Bias to action, and ability to succeed in ambiguity.

At RSM, we offer a competitive benefits and compensation package for all our people.  We support and inspire you to prioritize your wellbeing by delivering personalized, holistic programming for your physical, emotional, financial and community wellbeing. RSM has a generous time off policy with at least 14 paid holidays, wellbeing days and associate and above access to self-managed time off.  We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.  Learn more about our t